Senior Service Desk Engineer Job at Morson Talent (City of London)

Senior Service Desk Engineer

Morson Talent

Location:
United Kingdom , City of London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

My client is looking for an experienced Senior Service Desk Engineer with strong 3rd line support experience to join their growing IT function. This is an excellent opportunity for a highly capable engineer with deep expertise in Intune/Endpoint Manager, alongside advanced Microsoft technology skills and a solid background in resolving complex technical issues. The successful candidate will play a key role in escalated support, automation, service improvement, and mentoring junior team members.

Job Responsibility:

Act as a 3rd line escalation point for complex Incidents, Problems, and non-standard Requests
Provide advanced technical support across the Microsoft ecosystem: Active Directory, Azure, Microsoft 365, Exchange, Intune/Endpoint Manager
Design, develop, and maintain Power Apps solutions to automate workflows and integrate with Microsoft 365 and other data sources
Configure, manage, and troubleshoot Intune/Endpoint Manager for device compliance, application deployment, and endpoint security
Investigate and resolve complex endpoint issues and policy-related challenges
Follow the organisation’s Change Control procedures for authorised changes
Work closely with the Service Desk Manager and other IT teams to ensure seamless service delivery
Monitor service desk performance metrics and identify opportunities to enhance efficiency and service quality
Create and maintain clear technical documentation and knowledge base materials
Mentor junior service desk staff, providing technical guidance and supporting their development
Ensure adherence to ITIL best practices across Incident, Request, Problem, and Change Management

Requirements:

Proven 3rd line technical support experience within a service desk or infrastructure support environment
Strong, hands-on expertise with Intune/Endpoint Manager, including compliance configuration, secure app deployment, and advanced troubleshooting
Demonstrable experience in Power Apps development, automation, and integration across Microsoft 365
Solid understanding of Microsoft technologies: Active Directory, Azure, Microsoft 365, Exchange
Proficiency with PowerShell scripting for automation and diagnostics
Good understanding of networking fundamentals such as DNS, DHCP, and VPN
Working knowledge of ITIL best practices
Ability to follow structured Change Control processes
Awareness of security frameworks such as Cyber Essentials and ISO 27001
Strong analytical and problem-solving ability with a proactive approach
Excellent communication skills for both technical and non-technical audiences
Ability to coach and mentor junior engineers, encouraging knowledge sharing
Customer-focused mindset with a commitment to high service standards
Innovative thinker who looks for continuous improvement and brings fresh ideas to enhance processes

Nice to have:

Microsoft Certified: M365, Intune
ITIL Foundation
CompTIA Network+

Additional Information:

Job Posted:
January 06, 2026

Work Type:

On-site work

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